Genesys and Viecore, Inc. Enhance Partner Services to Accelerate Speech Adoption
San Francisco and Upper Saddle River, N.J. - April 7, 2005 - Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), and Viecore, Inc., a leading systems integration firm specializing in enterprise level self-service solutions for customer contact, today announced that the two companies have broadened their existing partnership to deliver enterprise-wide speech-enabled self-service solutions to vertical markets including: financial services, insurance, healthcare, utilities and retail.
Together, Genesys and Viecore have a successful history of architecting and installing a wide variety of computer telephony integration (CTI) solutions using Genesys' framework for the enterprise. With the new agreement, Viecore will work with Genesys to accelerate enterprise adoption of speech technologies and will provide opportunities to develop speech solutions for the Genesys Voice Platform (GVP), recognized as an industry-leading, open standards-based IVR solution.
As a Strategic Partner in the Genesys InterActs Partner Program, Viecore will create VoiceXML-based solutions for GVP, allowing customers to leverage existing Web applications and infrastructure for speech-enabled self-service via any phone. Drawing from Viecore's extensive CTI and speech recognition experience, the Viecore and Genesys team is positioned to provide comprehensive speech-enabled self-service solutions that will help companies reduce operating costs, increase customer satisfaction, improve employee productivity and gain revenue opportunities.
During a recent speaking engagement at Viecore, Wes Hayden, president and CEO of Genesys said, "Thanks to partners like Viecore, we are able to extend the delivery of the Genesys Voice Platform, enabling enterprises to deploy sophisticated speech-enabled applications that deliver significant business value."
Thomas J. Chisholm, president and CEO of Viecore, added, "Viecore is committed to working with Genesys to expand our relationship to include speech and deliver the most comprehensive, integrated self-service solutions in the market. We're excited that we are able to help extend the delivery of the Genesys Voice Platform, accelerating the adoption of speech technology. Together, we are creating sophisticated solutions to help enterprise organizations boost customer satisfaction, streamline efficiencies and reduce operating costs in the call center."
Together, Genesys and Viecore have created a wide variety of self-service solutions that utilize multiple CTI components, such as screen-pop delivery with data mining, off-switch routing, and real-time and historical call center reporting. By coupling Viecore's extensive experience in speech-enabled self-service and CTI with industry-leading solutions such as GVP, Genesys and Viecore are providing customers with sophisticated contact center solutions that utilize advanced technologies such as self-service, speech automation and CTI.
About Viecore, Inc.
Viecore is a leading systems integration firm specializing in enterprise level self-service solutions for customer contact centers. Founded in 1989, Viecore has developed deep vertical industry expertise, a large library of software assets, proven integration services, and premier partnerships with technology leaders in hardware and software. Viecore is headquartered in Upper Saddle River, NJ. For more information, please go to www.viecore.com or call 201-818-6600.
About Genesys Telecommunications Laboratories
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.
About Alcatel
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or to their employees. Alcatel leverages its leading position in fixed and mobile broadband networks, applications and services to bring value to its customers in the framework of a broadband world. With sales of EURO 12.3 billion in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com.
Media Contact:
Amy Fisher, PSB for Genesys, 612.455.1773, afisher@psbpr.com
Rick Souler, Viecore Inc., 201.818.6600, rick.souler@viecore.com
